What is Smiley Hippo?

Smiley Hippo software is a free download available for Mac and PC from this website.
You download the software and design your Project in the Smiley Hippo software. Alternatively, our online software can be used to create your project on a tablet or mobile device (but not iPhones). When you upload your files they are encrypted and sent to us for printing. Your files are sent securely and no one can see your photos or alter the design. Smiley Hippo then produces and dispatches your order.


Installing the Smiley Hippo software

 

What requirements does my computer need to run the software?


 (Software can only be installed to a Windows or Mac computer)
Minimum requirements include:
Windows XP, Vista, Windows 7, Windows 10 32 bit or 64 bit OS. The software is compatible with older hardware but it runs more efficiently with at least 2GB of RAM and multi-core processors.
Mac users need an Intel chip-based machine running OS X 10.5 or later with 2GB of RAM and sufficient disc space.
Tablets and mobile devices (excluding iPhone) will need to use our online software.

How do I install the software?

Visit the Download page on this website, then click on the PC or the Mac graphic to initiate the download.

Installing the software on a PC

You are prompted to Run or Save the installation program. Click the Run button if you wish to download and install the program in one step, or click the Save button if you prefer to save the setup file to your hard drive for installation at a later time. Once the downloading process is completed you may be prompted if you want to install the software. Click “Yes” to start the installation, or locate the installation file, and double click it if you have saved it to your hard drive first. Once installed a Smiley Hippo icon will appear on your desktop.

Installing the software on a Mac

Double-click the Smiley_Hippo_Photobooks_Mac.dmg file. You will then be presented with a new window. Drag the Smiley Hippo Photobooks icon from the left onto the Applications folder icon on the right. Close this window, then go to your Applications folder and launch the program.

Troubleshooting

Mac: If the application is taking a longer time to open than normal, check to see if the application has frozen. You can do this by right-clicking (Option+Click for one button users) the application while in your dock and seeing if the “Force Quit” option is available. If it is, choose this option. If you don’t get a Force Quit option make sure the application is running. You’ll be able to tell this by seeing if there is a glowing blue orb under the docked application. If there isn’t, try repeating the installation process again. After you Force Quit, you’ll need to restart your computer. After the restart, launch Smiley Hippo from your Applications folder. It should now open. If not please email our Support team for more assistance.

Cannot create application support directory

The issue here is that the file path the software is looking for on your computer is not there. The best way we have found to overcome this is to create a new user account on your computer and download the software under that account. This should work perfectly for you.


Creating your book

 

What is the maximum or minimum number of photos per page?

There are no limits on the amounts of photos you can have per page.

Can I add additional pages?

Yes, to add more pages to a project using the downloaded software click the page tab at the top of the screen and select insert or add. If using the online software click on the Insert Page icon when on one of the pages of your book.

What file formats does the software support?

The following file formats are compatible with both the downloaded and online versions of Smiley Hippo Photobook software: jpeg, png and tiff. Other file formats can be converted (prior to use) into one of the above formats using image editing software such as Photoshop. The pictures can be RGB, sRGB, CMYK, greyscale or black and white.

Will the frame be printed if I don’t place any text or photograph in it?

Image placeholders and text fields are not printed on the background if the frame does not contain a photograph or text. Additionally, the lines around the image placeholders and text fields will not be printed – only if a border has been applied.

What is the running order of the pages in my Photobook?

All our Photobooks start with Page 1, this is a right-hand page. Page 2 and 3 face each other, followed by 4 and 5 etc. Covers are shown complete on screen; the front cover is on the right-hand side, back cover on the left.

Can I change the running order of the pages in my Photobook?

Can I change the running order of the pages in my Photobook? Yes, but this is only possible in the downloaded software. In the page tab at the top of the screen you can change the running order of your Photobook. This will allow you to re-arrange a spread of 2 pages.

Can I create my own page styles?

Yes you can in the downloaded software for the majority of our photobooks. A page style is where you can lay out the text and image boxes in whatever composition you like. Start with a blank page, then add image and text boxes as required. When complete, click on the cog icon on the bottom right-hand side of the screen and select the option “save as page style”.

My Image Does Not Fit Into the Provided Picture Box.

Images can be adjusted or re-sized in the following ways:

1. After you have dragged the image into the picture box you can reposition or crop the image. To do this double click on the image when it is in the picture box and you can then move the image either up and down or left or right depending upon the orientation of your image. You can also crop the image by dragging in on the icon in the bottom right hand corner.
2. You can delete the picture box that is on the page and create your own picture box to the size and proportion you like. You are welcome to have more than one picture box on each page if you wish.
3. If you delete the picture box you can add an image to the page. This will appear relatively small but if you click on the image some dots will appear around the edge. If you hold the shift key down on your keyboard while dragging on the edge of your image it will increase or decrease in size proportionately. If you use this method you can ensure that the whole image is displayed and none cropped off. Again you can use this method to have more than one image on a page.

Can I create my own scrapbook or background items?

You can create your own scrapbook and background items; these can be saved and used in any future projects, these items will need to be saved as jpegs.

Can I order more than one copy of a book at a time?

If you are using a voucher you will only be able to order one copy with each voucher. If you wish to place orders for extra copies you will need to duplicate and rename your project for each extra order. Open the Smiley Hippo software, click on “Open an Existing Project”. In the online software, log into your account and go to Online Projects. Highlight the project you wish to re-order and select duplicate project. If you highlight this duplicated project you will be able to give it a new name and place a new order. Alternatively, you can log into your account at www.smileyhippo.com , go to your Orders section and simply re-order a copy of the book.

Can I Copy a Page Style?

The best way to copy a page style in the downloaded software is to go to the page you wish to copy and select the Page tab at the top of the software. If you click the Duplicate option it will copy the page style and insert the double page spread in the next 2 pages alongside. You can then save the page style by following the procedure described in Can I Create My Own Page Styles? above.

I Am Not Able to Add Images from iPhoto to The Software

In some instances we are aware that customers have not been able to access their images on iPhoto. To overcome this we suggest copying the images to a folder on your desktop and you should then be able to upload them from there.

Can I Use Images Stored on Google or Other Cloud Storage Services?

Yes, you can use images stored in these places but you will need to download them to your computer first and then upload them into the software.

Can I Change The Order Of Overlapping Images?

You can change the order of overlapping images in the following ways:

In the downloaded software select the image you wish to bring to the front by clicking on it. While this image is selected right click with your mouse and select the bring to front option.

In the online software select the image you wish to bring to the front by clicking on it. While this image is selected, click on the Arrange button along the top of the design window and select eh bring to front option.

Can I Align or Space Objects on Each Page?

If working online and you click on the Snap tool to make it active you will be able to use the feature to have text or image boxes aligned to either the top, bottom, left or right. Position one box and then drag the second and subsequent boxes individually to align them as described above. There is no feature to space objects equally in this version of the software.

If you are working in the downloaded software you can select multiple items and then right click to align and space as required.

I Have an Error Message About Missing Images In the Downloaded Software. How Can I resolve this?

A missing image message will occur if the original image location has been changed since the image was uploaded into the software or if the original image was on a removable storage disc that is no longer connected to the computer. If there are missing photos it will identify them when you open up the project. Click the button “Find Images”, highlight one of the missing images and select “Update”. You can then go to where the original photo is, highlight it and select it. It will now be re-linked. If other images are in the same folder it will often recognise this fact and ask if you wish to re-link all the other images. Continue to do this until all the images are linked. Alternatively, if the images are on a removable hard drive, if this is re-connected to the computer and the software opened again the images should be re-linked.


Ordering from us

 

How to order

Downloaded Software: Once you have completed your project you will need to save it and then click on the green shopping cart icon towards the top right hand corner of the screen. This will take you through a flight check and then you will be asked to read and tick the disclaimer box. Select “Order Online” and continue.
If this is the first time you have placed an order with us you will be asked to create an account. Once this is done you will be taken to the payment screen where payment details are taken and any voucher code can be inserted and redeemed.
You will then need to upload your project to us by following the prompts on screen. Depending on your internet connection speed this will take between 5-15 minutes. If the upload time is in excess of 1 hour we recommend you restart the upload after a machine restart, or you try an alternative method of sending us the files (see Sending Files to Us).

Online Software: Click on the green Order icon at the top right hand corner of the screen. Follow the next few steps to confirm delivery details, enter any promotional voucher or gift card and then make your payment.

Forgotten Username or Password

If you have forgotten your password, please click on the “Forgotten Password” link from the login screen and a new password will be emailed to you. If you have forgotten your username, please email our support team and they will be able to provide this for you.

Internet Connection Issues

If no connection to the internet is made, i.e. you have not been connected to an internet page to create your account and continue with your order,

Please check to ensure your web browser is set as a default browser or try an alternative browser. If you are using a work computer, please check that there are no security protocols in place that prevent connection to our server.

If you still cannot connect you will need to look at your pop-up blocker or any firewall setting you have which are not allowing you to connect to a web page from the software.
If you are trying to upload from a work place with built-in firewalls or security the Smiley Hippo software will require access to PORT80 and PORT21.
Smiley Hippo does not support Proxy servers.

I Get An Error Message “Cannot Transfer The File Manifest” – Why Is This?

This error can be caused by one or more of the following reasons:

There is no/limited internet access, Router or anti-virus blocking access to the website, Firewall blocking access to the website.

Please check that your internet connection is working properly and that your router/firewall allows FTP port 21 access.

If none of these work it is worth trying to save your project and send your saved files to us as described below.


Sending files to us

 

How to save files

If you are required to save your files please follow these steps:
1. Open the Smiley Hippo software
2. Open your existing project – the software will detect that files have not been uploaded to us and will prompt you
3. Tick the disclaimer box
4. Select “Send order via mail”
5. Select “Save finished pages” and specify your Desktop as the save location.
6. A new folder “Order_SMILEYHIPPO…” will be created on your Desktop.

Saved files can be either burned to a CD and posted to us, or sent via an alternative web-based program such as WeTransfer (www.wetransfer.com). Our postal address is:
Smiley Hippo Photobooks,
1 Hellesdon Park Road
Hellesdon Park Industrial Estate
Norwich
Norfolk,
NR6 5DR

How to re-upload files

1. Open the Smiley Hippo software.
2. You will receive the following message: “The application has detected live orders that have not completed. Do you wish to view your project list now?”
3. Select “Yes”.
4. Your list of projects will appear on screen. Highlight the project that needs to be uploaded by clicking on it to highlight it in blue.
5. Select “Send files”.
6. Tick the disclaimer box.
7. Select “Start”.
8. Select “Upload Order” then “Continue”.
9. Your files will be packaged together and sent to us.
10. You will get the message when this has been completed: “Your order has successfully uploaded to the server”.

I Have Received a Dispatch Email But My Order Has Not Arrived

Please check that the delivery address in the dispatch email is correct. Deliveries usually arrive within 2 – 3 days but in some cases they have been known to take up to 7 – 10 days. It is worth checking with your local Royal Mail delivery office to see if anything is being held for you as on some occasions the postman does fail to put a card through the door. If nothing has been received after 10 days please email our support team with your order number. If you have chosen a courier delivery – this is a tracked service which we can supply signed for details on request.

Delivery timescales

All delivery timescales are estimated times only – all times stated are in Working days (Monday to Friday) all times stated are dispatch from Smiley Hippo times and do not account for delivery times as stated in above. Turnaround times may vary throughout the year. We strive to beat all times stated but sometimes this is not the case. Please allow enough time when placing your order to receive the product when you require it.

Complaints

Have received my order but I am not happy?

We are very sorry to hear that you are not happy with your order Customer satisfaction ios our top prioity.

If you receive your order and you are not happy with something, please let us know- we will require you to either return the product so we can inspect it, Or send us some images of any issue so we can see the problem and take the appropriate steps to resolve. All complaints are taken very seriously and a resolution is looked to be provided as quickly as possible. Please always send order number, name and contact details with images or product.

External Vouchers

From time to time Smiley Hippo use the services of voucher companies to sell its products. Please be aware the purchase of a voucher is via the voucher company and not directly with Smiley Hippo, the terms and conditions of the sale are to be followed along with use of instructions. Additional charges may apply if the terms are not followed.

Use of Voucher

A voucher will have a one time use only and in most cases each voucher number will mean only 1 copy can be ordered with each incurring a separate delivery charge as detailed by the voucher company. Smiley Hippo cannot transfer the use of vouchers to any other product.

Top tips on creating your Order

1. Organise your images so easy to locate and use when creating
2. Ensure you use the best image quality possible to maximise the results – the software will warn against low quality images
3. Double check your creation – Use the Preview feature
4. When creating your account ensure you supply your correct details
5. If using a Voucher or Gift Card ensure details are entered correctly and after clicking Redeem the prices changes to match
6. Any queries or questions – email us for help – always provide your name, email and contact details, order number if you have it and your query – all emails will be answered within 24 hours during working days
7. Let us know if you have any issues or queries as we can help